Technical support

  1. Read our product documentation

    You can access this for all our products here.

  2. Search our knowledge base

    Please search using keywords rather than full questions, so for example "firewall".

  3. Contact our support team

    You may be entitled to support if you are using one of the following products:

    Engaged in a trial?

  4. What are your customer details?

    You must have a valid support contract (if you do not, you can choose to renew it). Note your Customer ID is a 12-digit number contained within the confirmation email sent when the product license was purchased. The email address must be the one associated with this Customer ID.

    Renew your support contract?

Top ten FAQs

Please take a moment to read the following questions. These are the most common questions we are asked and may provide an immediate solution to your problem.

  1. How do I connect to another computer over the internet?
  2. I'm receiving the error "Connection Timed Out" (10060)
  3. Will VNC Server work on Windows 7?
  4. I'm receiving the error "Connection reset by peer (10054)"
  5. How do I allow connections through my firewall?
  6. I'm getting a black screen when I connect to VNC Server
  7. I'm receiving the error "Connection closed unexpectedly. Do you wish to reconnect?".
  8. I can't send a Ctrl-Alt-Delete combination to my Windows 7 computer
  9. I can connect over Wi-Fi, but I cannot connect over 3G or from another network
  10. How can I enable the "software Secure Attention Sequence" policy?